Conversational AI for Social Good (CAI4SG): An Overview of Emerging Trends, Applications, and Challenges

TL;DR

This paper reviews the emerging field of Conversational AI for Social Good, highlighting its applications, challenges, and a role-based framework to guide ethical and effective development of socially beneficial conversational agents.

Contribution

It introduces a role-based framework categorizing CAI4SG systems by AI autonomy and emotional engagement, guiding future research and ethical considerations.

Findings

Identifies key roles of CAs in social good contexts like mental health support and accessibility.

Highlights challenges such as bias, privacy, and socio-technical harms in deploying CAs.

Provides a comprehensive overview to inform ethical development of CAI4SG.

Abstract

The integration of Conversational Agents (CAs) into daily life offers opportunities to tackle global challenges, leading to the emergence of Conversational AI for Social Good (CAI4SG). This paper examines the advancements of CAI4SG using a role-based framework that categorizes systems according to their AI autonomy and emotional engagement. This framework emphasizes the importance of considering the role of CAs in social good contexts, such as serving as empathetic supporters in mental health or functioning as assistants for accessibility. Additionally, exploring the deployment of CAs in various roles raises unique challenges, including algorithmic bias, data privacy, and potential socio-technical harms. These issues can differ based on the CA's role and level of engagement. This paper provides an overview of the current landscape, offering a role-based understanding that can guide future research and design aimed at the equitable, ethical, and effective development of CAI4SG.